美国在线高管、前康卡斯特订户瑞安•布洛克（Ryan Block）发表了一段他与一位过于执着的****代表疯狂对话的录音，现在已经过去两周了，我们终于收到了公司随后立即发出的备忘录。

“最近，一个对康卡斯特不利的电话在网上流传，”备忘录说如果您接到媒体有关此事件的电话，请参阅媒体查询政策，将其转接到您当地的媒体联系人。”

SPECIAL BULLETIN: Customer Interaction Policy Reminder

Comcast is committed to delivering outstanding service to each and every customer. It is our goal to ensure that each customer with whom we interact has a quality experience.

Each encounter we have with the customer defines Comcast in that particular customer’s eyes. Favorable interacti*** yield favorable impressi*** and unfavorable interacti*** yield unfavorable, or negative, impressi*** of the Company.

Therefore, we require that all employees refrain from any form of rude, inappropriate or unprofessional behavior. Please remember to treat all customers with the utmost respect.

Recently, an unfavorable phone call into Comcast has been circulating on the Internet.

Our Senior Vice President of Customer Experience for Comcast Cable posted the following apology on our company’s website - Comcast Voices blog and spoke directly to the customers.

Action Required:

Please read the statement below to customers for this particular call.

"We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not c***istent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect."

Action Required:

If you receive a call from the media regarding this incident, please refer to the Media Inquiry Policy to transfer them to your local media contact.

For more information about the Customer Interaction/Interface Policy, please view your Employee Handbook in the HR/Benefits section on TeamComcast. Note, this policy may be visible to internal employees only. All others should review their local policies or speak to their training teams for more information on acceptable customer interacti***.

幸运的是，康卡斯特的忏悔系列，员工似乎忽视了备忘录。

披露：康卡斯特风险投资公司是Verge母公司Vox Media的投资者。